Christian Mamac

Operations and customer experience leader with progressive leadership experience in the BPO, telecommunications, and hospitality support industries. Proven track record of leading high-performing teams, driving KPI achievement, strengthening client relationships, and optimizing operational processes. Recognized for building engaged teams, improving performance outcomes, and delivering consistent business results in fast-paced environments.

Customer Experience Manager – Operations - Alorica Philippines

(2024-12)

Advertisement & content moderation

• Manage day-to-day operation and ensure task completion across active projects.
• Monitor performance metrics including Accuracy, Efficiency, AHT, & Utilization.
• Conducts RCA & Coaching on focused metrics & implements targeted action plan.
• Ensures proactive data delivery updates.
• Real-time reports not only for wins but also challenges and issues encounter that need client-side attention.
• Discuss Business performance review

Group Manager | Senior Team Leader - Tech Mahindra VCustomer

(2024-05 - 2024-10)

Telecommunications & Internet Service Provider

• Oversaw multiple teams and supervisors, ensuring alignment with organizational KPIs.
• Managed client communications, reporting, and operational deliverables.
• Implemented process improvements that enhanced efficiency and service quality.
• Led workforce planning, engagement initiatives, and performance management strategies.
• Provided leadership coaching to supervisors and team leaders.

Operations Team Leader - Tech Mahindra VCustomer

(2023-03 - 2024-05)

Telecommunications & Internet Service Provider

• Manage day-to-day operation and ensure task completion across active projects.
• Monitored performance metrics including NPS, quality, and sales KPIs.
• Conducts RCA & Coaching on focused metrics & implements targeted action plan.

Operations Team Leader - Fusion BPO Philippines

(2021-10 - 2023-02)

Hotel Reservations & Back Office Communication

• Supervised operational performance across multiple lines of business
• Led training initiatives and performance improvement programs.

Junior Technical Support / SME | Customer Service Representative - Fusion BPO Services Philippines Inc.

(2020-01 - 2021-12)

Customer Service Representative - Cognizant Technology Solutions Philippines, Inc.

(2020-01 - 2020-12)

Customer Service Representative - Sykes Asia Inc.

(2019-01 - 2020-12)

BS - Information and Communications Technology - University of San Carlos (2014-01 - 2018-12)